Open to opportunities

Jacobo User

@jacobouser

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Customer Success Specialist driving retention, churn reduction, and long-term client relationships.

Dominican Republic

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What I'm looking for

I’m looking for a customer-facing role where I can own retention, reduce churn, and resolve escalations while partnering cross-functionally to improve customer experience and protect recurring revenue—ideally in a high-volume, bilingual environment.

I’m a Customer Success and Retention professional with 7+ years of experience supporting English and Spanish-speaking customers in high-volume environments. I build long-term client relationships, resolve complex escalations, and collaborate with cross-functional teams to improve customer outcomes.

In my roles, I’ve consistently delivered measurable retention results (62%–75%) and earned Top 3 performance among 250+ retention specialists. I’m experienced with Zendesk, Jira, Gorgias, and CRM platforms, and I focus on proactive communication, tailored onboarding support, and revenue retention through effective churn reduction, account management, and upsell/cross-sell opportunities.

Experience

Work history, roles, and key accomplishments

Customer Service Master Agent

Veltrex Dominicana

Nov 2023 - Mar 2025 (1 year 4 months)

Served as a primary point of contact for customer escalations, strengthening relationships through proactive communication and issue resolution. Coordinated with internal teams to resolve requests and contributed to customer success initiatives.

Customer Escalation Issue Resolution Customer Relationship Management Account Management Cross Selling Referrals Customer Satisfaction Cross Functional Collaboration

Retention Specialist

S2G (Altice USA)

Mar 2022 - Oct 2023 (1 year 7 months)

Managed 30–40 daily customer interactions for cancellations, escalations, and account recovery, achieving 62%–75% customer retention. Ranked Top 3 among 250+ retention specialists by performance metrics and collaborated with technical teams to reduce churn and protect recurring revenue.

Customer Retention Cancellations Escalation Management Account Recovery Client Relationship Management Recurring Revenue Protection Performance Metrics

Customer Support Representative

Mint Mobile (Voice Team)

Mar 2018 - Aug 2021 (3 years 5 months)

Assisted customers via chat and phone in English, resolving billing, activation, technical, and account issues. Used Zendesk, Jira, Gorgias, and CRM systems to manage cases while delivering fast, accurate solutions to maintain high satisfaction.

Customer Support Billing Support Technical Troubleshooting Case Management Zendesk Jira Gorgias CRM Platforms